Discover bad service

I was in an accident on the 29th of April, the impact alert team was great as they responded in seconds. However, the claims department let the insurer down. End of May after they failed to give me feedback regarding my claim, I called to inquire about my car, only then they told me it was just assessed the previous day. Beginning of June, I was informed the car is a write off, and I just complete documents for them to collect my spare keys, I sent an email to confirm all is ready to be collected. I still needed to call to ask when they are picking it up. I called again to ask about the rest of the process, Gontse2m confirmed that she will send documents "now" for me to complete. Now was two days later after I had to send another email to enquire about the document. I send document on the 13th and she said, within 48-72 hours the claim money will be credited. This was on the 15th, I sent an email to ask again about the money, to-date, she has not responded and I still don't have the money. I'm so shocked at the level of service.